Vodacom service still shocking

I sent in my phone for a cracked screen, which Apple could replace same day for R3500, to Vodacom insurance. 9 days later I finally get through to Janine at Vodacom Insurance, the first person who could help me. She saw the documentation, processed the claim and told me I would have to pay an excess and they would replace the phone - I was surprised, but nonetheless. Because i need my phone back urgently, I called Vodacom George to expedite the process, only to be told that they have not received the insurance claim feedback and only once they have this would they order the new phone because they don't have iPhone 8 in stock .... so I could maybe get my phone next week .......... so we'll be entering the 3rd week in trying to get a cracked screen sorted ...